Senior Application Analyst - Zendesk
Core
Senior Application Analyst leading Zendesk CRM implementation, optimization, and technical support for Rover's customer contact operations.
Role type
Senior IC Application Analyst (Zendesk)
Builds
Optimized Zendesk CRM configurations, integrations, and feature rollouts for customer support operations
Domain
SaaS / Customer Support / CRM
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Zendesk platform administration, Zendesk configuration (Triggers, Macros, Tags, Skills, Omnichannel, Routing), Zendesk APIs, business process translation, technical leadership, project management
Preferred skills
Python or JavaScript, AI tools (Claude, ChatGPT, Rovo), M&A-driven migrations, Zendesk AI features, IT administration (Okta, email services), Agile/Scrum, RFP/RFI/RFQ experience
Technologies
Zendesk, Netsuite, Python, JavaScript, Okta, Google Workspace, Jira, Confluence
Responsibilities
Evaluate and optimize Zendesk implementation; lead technical efforts for feature rollouts, migrations, and integrations; resolve escalated technical issues; mentor junior team members; provide thought leadership on platform usability and scalability; advise partner teams on platform capabilities
Seniority
Senior, hands-on IC with technical leadership